Principal Complaints and Resolution Officer

5 days ago

Brisbane, Australia Office of the Health Ombudsman Full time

**In this role you will**:

- Identify and analyse matters presenting serious risk to the health and safety of the public, in accordance with the Health Ombudsman Act 2013, and make recommendations on how these should be handled.
- Oversee the provision of assistance, and where appropriate, warm transfers to relevant agencies for individuals making an enquiry or certain complaints to the OHO.
- Lead a team of AO5 and AO6 officers to receive, manage, and take appropriate action on cases in a timely and efficient way, including by providing training, quality assurance feedback, coaching, mentoring and support to develop and extend team member skills.
- Ensure high quality customer service, including managing both the volume and sensitivity of health service complaints through a person-centred, trauma informed and culturally safe approach.
- Lead and coordinate daily activities of the team, including the provision of guidance and coaching in both administrative decision making and negotiation and problem-solving skills, to ensure the achievement of exceptional complaint outcomes for consumers.
- Work closely with other Principal Officers, Managers, Directors, and the Executive Director to design and implement business processes to support the primary functions and to achieve operational and strategic objectives of the Assessment and Resolution Division.

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.
- Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
- Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
- All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.

**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
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